A people leader whose first priority is coaching and developing technicians, with the discipline to protect that time from a crowded meeting calendar

- A motivator who builds confidence in technicians who are still learning to support many different client environments

- Someone who sees rapport, empathy and client confidence as the true measure of a service interaction, not only the resolution

- A calm, respectful point of escalation who handles difficult client conversations with care

???? Work Type

- Location: Windsor, ON (On-site)

- Vacancy Type: This role reflects an existing vacancy

- On-Call: Participation in the management on-call rotation, including occasional after-hours and weekend escalations

Requirements

???? What You'll Do

- Lead and develop service desk technicians through monthly one-on-ones, development plans and call reviews

- Manage multi-shift scheduling for 24/7 coverage, including holiday planning and the alerting rotation in tools such as Signl4

- Hire and onboard new technicians, including ramp plans,

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shadowing and certification paths

- Act as the escalation point for client experience issues, including direct client calls and service recovery

- Oversee the Priority 1 incident process, from prompt action and stakeholder communication through to post-mortems and problem tickets

- Supervise the Dispatch Coordinator, who manages queue health, aging tickets and SLA adherence

- Lead the daily Operations stand-up as a member of the Operations Leadership Team, setting the day's priorities

- Represent the service desk at the Change Advisory Board and in process improvement and automation reviews

- Build and maintain KPI dashboards in BrightGauge, tracking call statistics and client satisfaction trends for senior management

⭐ What We're Looking For

- 5+ years of experience leading a service desk or technical support team, ideally within an MSP or 24/7 service environment

- A proven record of hiring, coaching, performance management and scheduling across a multi-shift team

- Experience leading client escalation and service recovery calls

- Experience owning a P1 or major incident process, including post-incident reviews and problem management

- Working knowledge of PSA/ITSM tooling such as ConnectWise, ticketing workflows and SLA management

- Experience building KPI reporting in BrightGauge or a similar tool for senior stakeholders

- Comfortable representing the service desk in governance forums such as a Change Advisory Board

- Clear,

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professional written and verbal communication with clients, technicians and senior leadership

???? What Makes This Role Exciting

- Coaching at the Core: Direct reports are kept to the service desk team so that developing technicians remains the priority of the role

- A Voice in How the Desk Runs: SLAs and metrics are established, and leadership actively welcomes a fresh perspective on what could work better

- Client Experience as the Differentiator: The company competes on how clients feel about every interaction, so the standard you set for the desk shapes its reputation

- Direct Line to Leadership: The role reports to the VP of Operations and sits on the Operations Leadership Team

Benefits

- Base Salary: $85,000 – $95,000

- Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance

- Health Benefits: Comprehensive group health benefits to support your overall well-being

- RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security

- Professional Development: Ongoing training, certification support and career development

???? Ready to Lead a 24/7 Service Desk? Apply Now!

At STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply — we'd love to chat!

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✨ We're proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know — we're here to support you!

AI Use Disclosure:

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.